Heri Heights Hotel Apartments SureStay Collection by BW

Wonderful staff and apartments, located in a quiet and serene part of Nairobi. Beautiful garden and pool, even a pool bar when the weather is good. Great place to stay and relax for a few days. Entrance to the Nairobi arboretum park is 10 min by foot.

I stayed here for a week with a group of colleagues! The hotel’s surroundings are very beautiful and green! The staff was very friendly and helpful. However, the rooms are rather old. I wouldn’t recommend to stay on the C wing as it’s a lot dated than D. P/S: there are cute small monkeys in the garden next to the swimming pool

Underwhelming experience at Heri Heights The hotel failed to deliver on our bridal suite reservation, which included a balcony. Instead, we were given a room that was no where near what we had specifically asked for further more it was not cleaned, and we had to waste time waiting for them to prepare it. This threw off our entire schedule. The absence of a manager on the floor made it impossible to address our concerns in a timely manner. No compensation was offered, which added to our frustration. To add insult to injury, the bride and groom's room wasn't cleaned the next day despite their request. The housekeeper claimed it had been cleaned, but photos taken by the couple tell a different story. This blatant disregard for guest satisfaction and lack of accountability is unacceptable. The final straw was when we finally managed to speak with a manager at check-out, after numerous attempts to reach someone over the phone. Instead of apologizing or making amends, he showed no remorse or courtesy. In fact, he made us feel like we were the ones at fault. As someone who works in customer service, I know that prioritizing guests' needs and making things right is crucial. This manager's behavior was appalling, especially considering the groom's situation. He couldn't even deliver on the promise he made to his bride on their wedding night - a night that sets the tone for their life together. The lack of empathy and understanding was staggering. Given the hotel's failure to meet our expectations, I wouldn't recommend this hotel.